TEAM MEMBER READY FOR PLACEMENT

Venus is a dedicated professional with a Bachelor of Science in Accounting Technology. She enjoys a home-centered lifestyle, where she takes care of her family. When not at work, Venus finds joy in reading books, watching Korean dramas, and listening to music. She also loves to unwind with Netflix, balancing her personal interests with a strong commitment to her work responsibilities.

Onboarding Training and Assessment

At Affordable Staff, we ensure that every team member not only masters administrative tasks but also gains a deep understanding of Australian business practices and cultural nuances. This preparation is vital for effective client support. Our training starts with real estate, providing a comprehensive overview of general administrative competencies, ensuring our trainees are versatile and capable of handling a wide range of administrative tasks.

The second phase of our training program focuses on Mortgage Broker (MB) Assessment. This intensive two-week course immerses trainees in document processing modules, where they learn to understand various types of documents and their roles in the loan application process. Trainees are trained in following naming conventions and editing standards, with their skills assessed through quizzes and individual tasks. They are also introduced to fundamental mortgage concepts and familiarised with commonly used tools such as CRM systems. Tasks include data entry and loan application management, offering a complete view of preparing a loan application.

We also emphasise communication skills, enhancing them through grammar checks, situational chats, and lender call simulations. By the end of this phase, our trainees are proficient in handling mortgage-related tasks, meeting the high standards expected by our clients.

Affordable Staff Tools Training

Tools Training is a crucial part of our training program, ensuring our team members gain proficiency in essential software used in daily operations. Our team members are introduced to LastPass for password management, Outlook for email and calendar organisation, TechSmith for capturing and recording, Hubstaff for time tracking, Zoom and Teams for virtual communication, OneDrive for file management, and Trello for project management.

For those completing our Mortgage Broking Foundations course, we place a significant emphasis on Nexus CRM and BrokerEngine. Mortgage broking VAs spend considerable time honing their skills through practice and repetition using these tools, ensuring they become highly adept and efficient. Team members undertaking the additional two-week, high-intensity Mortgage Broking course will gain expertise in the following areas:

• Introduction to Mortgage Broking
• Document Processing Basics
• Hands-on Document Processing
• Document Editing Standards and Advanced Processing
• Broker / VA Communication
• Nexus CRM Training
• BrokerEngine Project Management
• Introduction to ApplyOnline
• Scenario-Based Training

This comprehensive approach ensures Venus is well-equipped to handle a variety of tools and tasks, leading to increased efficiency and productivity in mortgage broking support roles. The extensive practice with Nexus CRM and BrokerEngine guarantees that our VAs are not only knowledgeable but also highly proficient in using these essential tools.

Additional Skills and Notable Experience

Venus brings over seven years of experience as a customer service associate, where she honed her communication and problem-solving skills. This experience enabled her to excel in administrative roles, where attention to detail and the ability to manage multiple tasks are key.

As an existing member of the Affordable Staff team since July 2023, Venus plays a crucial role within the general admin space. She diligently assists her clients by performing a variety of tasks, contributing to the overall efficiency and effectiveness of the team’s operations. These tasks include:

Application and Loan Processing

• Pre-loading opportunities into the system and application platform.
• Completing credit proposals and application paperwork
• Lodging loan applications
• Starting and updating Apply Online (AOL) notes.
• Performing servicing calculations for loan applications.

Document and Data Management

• Pre-loading IDs under the contacts tab and verifying client information.
• Downloading, renaming, and organising documents from email and broker systems.
• Gathering and organising lender data in spreadsheets.
• Updating lead information and maintaining accurate records.
• Keeping track of expenses and invoices using an expense tracker.

Communication and Client Coordination

• Answering phone calls, contacting lenders, and scheduling appointments.
• Sending out client emails for appointment confirmation and follow-ups.
• Sending lead replacement reports and handling ongoing communication with clients and lenders.
• Adding phone-out notes and recording communication updates.

Social Media and Content Management

• Managing social media accounts by scheduling posts on Facebook, Instagram, and LinkedIn.
• Creating engaging content such as fact sheets and graphics for social media platforms.
• Reviewing engagement metrics on social media posts and optimising content strategies.

Training, Research, and Process Optimisation

• Participating in webinars and undergoing training.
• Researching specific topics for clients to support informed decision-making.
• Building workflows to streamline processes and improve efficiency.

Learning Ability and Work Proficiency

Venus has a keen ability to absorb new information and thrives with hands-on practice. She is a steady worker who shows continuous progress in her tasks, with a well-organised and methodical approach. Her active listening skills and empathetic nature contribute to her strong communication abilities, both written and verbal. While she occasionally needs time to adjust to new processes, Venus shows great determination, adapting swiftly as she becomes more familiar with the tasks at hand.

Interpersonal Skills and Personal Characteristics

Venus is approachable, thoughtful, and sincere. Her cheerful demeanor and outgoing personality make her easy to collaborate with, fostering a harmonious and friendly working environment. She takes her responsibilities seriously, demonstrating perseverance and initiative in all tasks she undertakes. Venus’s ability to organise her workload efficiently, coupled with her patient and earnest attitude, ensures that she completes tasks to the highest standard. Her competence and eagerness to improve are evident in her daily work.

Suitability

Venus is greatly suitable for any mortgage broking position and is also well-suited for basic social media roles.

Why Venus is Suitable for the Role

Venus has proven to be highly adaptable. She is receptive to feedback and demonstrates a strong willingness to learn and improve. Her diligence and consistency in completing assessments highlight her ability to deliver quality work. She is improving her efficiency while maintaining accuracy through her meticulous approach.

Her background in customer service and proficiency in mortgage broking tools make her a strong candidate for administrative support roles in the industry. She is friendly, confident, and comfortable in communication, although she may occasionally default to the vernacular. With continued exposure to Australian clients, she will further refine her verbal communication skills.

Venus has already contributed significantly to Affordable Staff by assisting with mortgage broking tasks across multiple clients. She has efficiently managed customer data, processed credit proposals, verified loan application details, and ensured compliance with industry standards. With her structured approach and eagerness to grow, Venus is well on her way to becoming an invaluable asset in mortgage broking support.